Senior CRM

1 month ago

London, United Kingdom Azzurri Group Full time

Job title: Senior CRM & Digital Manager

Reporting to: Head of CRM & Digital

Location: Paddington, London


The Azzurri Group is one of the UK’s largest and most successful hospitality investment platforms. We operate two leading national Italian full-service brands, Zizzi and ASK Italian and the UK’s leading quick-service Italian, Coco di Mama. Beyond Italian cuisine, we boast renowned Irish fast casual Mexican restaurant brand Boojum, and the franchise rights to leading US Brand Dave’s Hot Chicken.


As a group, our purpose is to build better food businesses that sustain happy, healthy lives. We are in this together, and we’re committed to providing an engaging, honest, and inspiring working environment for you to grow and develop your career.


At Azzurri, we believe that a diverse and inclusive team is essential to building great relationships and connections, and ultimately a better business. If you’re passionate, want to make a positive impact and share our values, we would love to hear from you


The Role


The CRM & Digital team’s focus is to deliver best in class digital communications across all of our brands in The Azzurri Group.


This is a very exciting role, with over 2.5 million customers to communicate with on the Zizzi database - offering huge range of opportunities for targeting, segmentation, personalisation, and test & learn strategies. The CRM team helps inform decision making across the business and interacts with all functions and various external agencies. We are looking for a talented and enthusiastic Senior CRM & Digital Manager who is data-driven with a “can-do” attitude to deliver revenue-driving communications to our Zizzi customers.


Over the last year, we have made significant investments to build and launch The Zizzi Zillionaires’ Club. This loyalty scheme is helping us understand our customers better than ever before and provide personalised rewards that grow customers spend, frequency and loyalty. We have +1 million members to date and looking to double this over the next 12 months. The Senior CRM & Digital Manager will play a pivotal role in providing insights and developing this loyalty programme.


Working closely with the Brand & Marketing team, the Senior CRM & Digital Manager will lead the CRM communication plans, acquisition initiatives, and drive retention and loyalty. They will also oversee the implementation of promotional plans and be the “go-to” for continuous insight and deep-dive analysis.


The Senior CRM & Digital Manager will be the project lead with all our agencies & partners – including Database platform provider; Website; WiFi, SEO & PPC, Gift Cards; and Social Media.


What You’ll be Doing


  • Oversee all customer journeys within multiple CRM programmes. Currently this is email focused, with plans to incorporate further channels moving forward
  • Continuously seeking to improve our emails and website with new and exciting ideas to deliver increased engagement. This involves creatively working with our in-house designers
  • Forming strong relationships with Marketing Brand teams to ensure on-brand messaging. This includes attending creative workshops, food-tasting and campaign planning & development
  • Produce campaign performance reports sharing with insights and developments from CRM activity
  • Producing periodic Board reports detailing performance across all digital channels
  • Building & maintaining strong relationship with our CRM vendor provider and other agencies ensuring we are managing the relationship to its best
  • To manage, support and develop the CRM and Digital managers & execs.
  • Lead the Azzurri acquisition and retention strategies and develop the Loyalty programmes
  • Oversee the brand promotional plan implementation, whether direct on our websites or with external partners
  • Work closely with both Finance and Brand Marketing teams to understand the effectiveness of the different types of incentives to engage and convert action
  • Build business cases for CRM activities and report on ROI
  • Create and capture competitor and market insights and stay up to date with industry best practice


Who We’re Looking For


  • 5+ years’ experience in a CRM consumer brand environment
  • Highly data-driven mindset, with a strong emphasis of using data and analysis to drive decision-making
  • The ability to always think customer-first
  • Creative flair and “on brand thinking” to ensure communications support brand strategies
  • Good understanding of the commercial and technical KPIs that determine success in CRM
  • Strong “hands-on” analytical skills and ROI performance orientation. You must love numbers and sharing insight with wider teams
  • A keen interest in digital marketing tools and platforms
  • Working experience and knowledge of SEO & PPC
  • Demonstrable examples of improving KPIs (conversion rates, open and click through rates etc.) across e-comms including social media
  • Ability to thrive in a fast-paced environment and able to manage multiple deadlines
  • Collaboration skills to enable effective working across different functions including Operations, IT and Brand Marketing Teams
  • Qualified to degree level or equivalent experience


What We Can Offer You:


• Competitive salary

• Annual bonus (20%)

• The opportunity to work remotely on an ad hoc basis

• Employer pension contribution 6%

• Private Healthcare – Single Cover

• 25 days holiday plus bank holidays

• Income Protection & Life Assurance

• Access to WeCare wellbeing services and online GP for you and your family

• Cycle to Work scheme

• Interest free travel loan

• Eye care & flu vaccination vouchers

• 50% discount at ASK Italian, Coco di Mama and Zizzi


Where We Work Together:


We have a unique office designed by our talented in-house creative team, located in Central London, just opposite the Edgware Road Circle line tube stop. As you might expect from a restaurant company, we have great, free espresso and some top-class baristas among our teams. A free Coco di Mama breakfast is provided every Tuesday and Thursday and free fruit is available all day every day. We regularly order in pizza, pasta and salads for lunch.

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